Job Description

General Information

Req #

WD00092399

Career Area:

Information Technology

Country/Region:

Malaysia

State:

Wilayah Persekutuan Kuala Lumpur

City:

Kuala Lumpur

Date:

Friday, December 19, 2025

Working Time:

Full-time

Additional Locations

:
Malaysia

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).



This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit

www.lenovo.com

, and read about the latest news via our

StoryHub

.

Description and Requirements

Key Responsibilities:

Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems. Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy). Perform initial diagnosis and attempt to resolve issues related to: Password resets and account access Email and collaboration tools Operating system and basic hardware troubleshooting Network connectivity (Wi-Fi, VPN) Standard applications (e.g., Microsoft Office, browsers) Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs. Monitor open tickets and ensure timely follow-up and closure. Maintain detailed and accurate documentation of user interactions and solutions provided. Provide status updates and communication to users on ticket progress. Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency. Participate in shift rotations (if applicable), including weekends and holidays as required.

Required Skills & Qualifications:

Diploma or Degree in Computer Science, Information Technology, or related field. 0-2 years of experience in an IT support/service desk role. Basic understanding of IT systems and troubleshooting techniques. Familiarity with ITIL practices is an advantage. Proficient in English, Mandarin, Cantonese (spoken and written); other languages are a plus. Good interpersonal and communication skills. Strong problem-solving and analytical abilities. Customer-oriented with a service mindset. Ability to work in a fast-paced, team-oriented environment. Language: Cantonese, Mandarin and English

Desirable Certifications:

ITIL Foundation CompTIA A+ Microsoft Certified: Modern Desktop Administrator Associate (or similar)

#LPS

Additional Locations

:
* Malaysia